I'm a semiconductor analyst with a long history in the industry, having worked at major semiconductor manufacturers (Intel, National Semiconductor, and Infineon) and analyzed the market as one of its most visible analysts at Dataquest, Gartner, and Objective Analysis. I have a reputation as a prolific writer, frequent speaker, and deep technologist, yet I take pride in removing the veil of obscurity from this fascinating technology and marketplace. My credentials include a Bachelor of Electrical Engineering from Georgia Tech and an MBA from the University of Phoenix. I am a "Leader" (top 4%) with the Gerson Lehrman Group's Councils of Experts, an author and patent holder in semiconductor technology.

Think Yelp is Unbiased? Think Again!!

Many of us rely on Yelp for advice on restaurants, dry cleaners, retailers, handymen, gardeners, and so on under the assumption that it is a democratic site that supports all comments, good and bad, without bias.

Nothing could be further from the truth.

I found yesterday that Yelp filters results according to certain arcane rules that are not even disclosed to the reviewers who donate their time and efforts to the website’s benefit. When a business patron writes a review it may or may not remain on the Yelp site according to these rules. There’s no real way of knowing what will stick and what won’t.

I found this out when I posted a glowing review of South County Process Service. This company, which was recommended to me by a close attorney friend had but one Yelp review at the time, and it was scathing. As opposed to that reviewer’s experience, my dealing with them was laudatory, warranting a very positive review.

When I notified County Process Service that I had posted a good review (my first on Yelp), they replied: “We’ll see if yelp filters the review. All of our good reviews get filtered. I’m not sure why yelp thinks our good reviews are fraudulent.”

When I checked a week later, Lo and Behold! My review had been removed. Did Yelp tell me about it? Not one word!

My wife, a Realtor, had a similar experience: “They seem be wary of first-time reviewers. If your first review is negative then they let you post other reviews, but if your first review is positive then they remove it. The same goes if all your reviews are positive.”

She went on: “I called Yelp after a business associate posted a positive review about me which was later removed. They hinted that if I advertised on Yelp this may not have occurred.”

Yelp’s illusion doesn’t match reality.

I contacted Yelp’s press office asking what they had to say about this (and disclosing that this story was headed for a Forbes blog) but after 24 hours received no reply.

Post Your Comment

Post Your Reply

Forbes writers have the ability to call out member comments they find particularly interesting. Called-out comments are highlighted across the Forbes network. You'll be notified if your comment is called out.

Comments

proof is in the pudding… Yelp only shows the bad ones because they want me to advertise with them, they called me three times.. and explained away their algorithm… acting helpless like.. wiping their mouths with their sleeves.. we didn’t do anything wrong??? They were trying to get me to give them 30% to get new clients that would like my business but I told them that I already have clients that love my work…why would I want to advertise ppl to see the bad reviews that they only allow??? here are the back filter samples for ya… guess i got to post in two comments because there are plenty stuck in the back filter.

1/1/2013 these are client reviews that all were hid by YELP in the back filter.

12/21/2012 Met with Jessica for consultation as a new client. I found her on Devachan’s website as well as http://naturally-curly.c…. Her bio struck me as impressive and she has a beautiful head of curly hair. That’s a start!

She was SO knowlegable, patient and explained so much about how I could have been taking care of my curly hair all these years. I had read Lorainne Massey’s book, “Curly Girl” years ago and knew there was a distinct method I should be using to care for my curls. I needed to be shown and feel so much more confident about caring for the hair I was born with.

Thank you Jessica! I would highly recommend people in our area with naturally curly hair. She has been extensively trained in the care and maintenance of curls.

Diane P. Newbury Park, CA

12/6/2012 I have had great experiences with Jessica, she is a great hair colorist. My hair maintains the color and is in great condition. Jessica is always on time for her appointments and is very easy to reach. I am happy to have found such a great colorist, I have been to 8+ colorist in the past few years and I am happy to have finally found someone for the long haul.

Michelle R. Westlake Village, CA

10/23/2012 I’ve been getting my hair done by Jessica for about 7 months now and really love her work! She uses great products and is always providing me with great tips on managing my curly hair. I love the way she highlights my hair and notice that her colors last longer than other salons I’ve gone to. Highly recommended!

Melinda V. Ventura, CA

9/21/2012 Jessica gives a fantastic haircut for my 1/2 inch corkscrew curls. I called for an appointment and she was punctual. Overall a great experience and I have the haircut that I want. Thanks Jessica!

36 reviews Regalone C. Newbury Park, CA

Update – 9/19/2012 I have been here several times recently trying to learn how to deal with my curly hair. Jessica has been helpful and informative. Her prices are reasonable. I am certainly going to return.

9/12/2012 I have been to see Jessica now several times and have been happy with the results of her cuts Erica O. Burbank, CA

8/31/2012 I went in California Styles Salon earlier today to fix a dye job I did at home that turned out way too dark. The greeting I received was very warm and inviting and the store owner personally helped my out with my problem and aided me in finding a colour that fit best with what I needed. She was easy to talk to and made me feel welcomed and at ease (which rarely happens for me at salons) The place was cozy, neat and a wonderful environment to get your hair done. She also recommended ways to help keep my hair colour and gave me a trim to help with growing out my hair. I was extremely happy with the experience.

Betsy T. Los Angeles, CA

8/28/2012 I visited California Styles Salon & Boutique for the first time two weeks ago. I wanted to check out the Salon and meet the owner Jessica, that runs a green salon that uses healthy care products without the use of sulfates and aerosols, which is important to me. Jessica is well informed about EWG, the “Environmental working group” and what women need to do to protect their health without sacrificing beauty.

As soon as I walked into the salon, I felt relaxed by Jessica’s presence as well as the fresh salon decor in it’s colors and clean scent. There are unique gift items in her boutique that are placed in just the right places to make it look artsy and enjoyable to look at. Matisyahu, was even playing, a personal favorite of mine. This is a shop that a man or a woman would feel comfortable in getting their hair done in.

Jessica may specialize in curly hair, but she finished a adorable, short and chic hairdo on a woman with fine straight hair while I browsed through her neat gift items and assortment of natural hair care products. She even did the woman’s eyebrows in another private room, while I tried out a delicious dish made with chia seeds that Jessica offered me, and I willingly indulged in. It was even served to me in a beautiful ceramic bowl that Jessica had made. I look forward to going back and getting my hair done in the near future, and having a wonderful conversation with Jessica.

0friends 4reviews Lisa C. Camarillo, CA

12/21/2012 Met with Jessica for consultation as a new client. I found her on Devachan’s website as well as http://naturally-curly.c…. Her bio struck me as impressive and she has a beautiful head of curly hair. That’s a start!

She was SO knowlegable, patient and explained so much about how I could have been taking care of my curly hair all these years. I had read Lorainne Massey’s book, “Curly Girl” years ago and knew there was a distinct method I should be using to care for my curls. I needed to be shown and feel so much more confident about caring for the hair I was born with.

Thank you Jessica! I would highly recommend people in our area with naturally curly hair. She has been extensively trained in the care and maintenance of curls.

0friends 1review Michelle R. Westlake Village, CA

10/23/2012 I’ve been getting my hair done by Jessica for about 7 months now and really love her work! She uses great products and is always providing me with great tips on managing my curly hair. I love the way she highlights my hair and notice that her colors last longer than other salons I’ve gone to. Highly recommended! Comment from Jessica E. of California Styles Salon & Boutique 12/5/2012

thank you MIchelle. I appreciate your comment. Unfortunately for some strange More »

1friend 3reviews Melinda V. Ventura, CA

9/21/2012 Jessica gives a fantastic haircut for my 1/2 inch corkscrew curls. I called for an appointment and she was punctual. Overall a great experience and I have the haircut that I want. Thanks Jessica! Comment from Jessica E. of California Styles Salon & Boutique 12/5/2012

thanks Melinda! I appreciate the nice comment and high rating.. More »

2friends 36reviews Regalone C. Newbury Park, CA

Update – 9/19/2012 I have been here several times recently trying to learn how to deal with my curly hair. It’s frustrating. Jessica has been helpful and informative. Her prices are reasonable. I am certainly going to return. 2 Previous Reviews: Hide »

9/12/2012 I have been to see Jessica now several times and have been happy with the results of her cuts and working with my curly (but in a classic way) hair. She seems to want to help a person with curly hair learn how to work with their hair. She’s taught me several tricks to help me when I am washing and working with my hair at home. Not sure why there is some on going dialog going on on Yelp about this salon, Yelp doesn’t seem to be doing a good job of monitoring input to make sure their users aren’t just trashing establishments. I go on Yelp to get genuine reviews of various businesses, not some on going feud.

7/24/2012 I have been seeing Jessica at California Styles Salon now for a few weeks trying to learn how best to deal with my curly hair. She is very helpful and knowledgeable about curly hair, and is very willing to work with me to get me to where I need to be to know how to manage it on my own. I’ve struggled with this for years, so it’s so nice to have someone close by who knows curly hair issues and how to solve them. Comment from Jessica E. of California Styles Salon & Boutique 8/30/2012

Thank you Maureen! I really appreciate clients who are wanting to learn how to More »

0friends 2reviews Erica O. Burbank, CA

8/31/2012 I went in California Styles Salon earlier today to fix a dye job I did at home that turned out way too dark. The greeting I received was very warm and inviting and the store owner personally helped my out with my problem and aided me in finding a colour that fit best with what I needed. She was easy to talk to and made me feel welcomed and at ease (which rarely happens for me at salons) The place was cozy, neat and a wonderful environment to get your hair done. She also recommended ways to help keep my hair colour and gave me a trim to help with growing out my hair. I was extremely happy with the experience.

What there are more hidden 5 star reviews in the back filter????? wow!! These are all my clients and legitimate… hmmm? cyber mafia? sign me up for the class action suit… I do have a lawyer…

2reviews Lynn R. Thousand Oaks, CA

8/16/2012 I’ve been having my hair styled by Jessica at California Styles for over a year. Her skills with curly hair are only surpassed by her expertise with hair color. She is definitely not an ‘assembly line’ stylist; she takes the time to get my hair done right. Her personalized attention lets you know that you have been pampered and her salon is warm and inviting. Comment from Jessica E. of California Styles Salon & Boutique 8/28/2012

Thank you I appreciate your kind thoughts…. It appears your comment is More »

0friends 1review Sandee E. Thousand Oaks, CA

8/14/2012 I took my daughter today to have her hair cut by Jessica for the first time. My daughter has long, curly hair that she loves and hasn’t had her hair cut since we moved here a year ago because she was afraid of a bad cut. Since Jessica specializes in curly hair I thought she would be a good, safe choice. I was right! Jessica spent the time to teach my daughter (who is leaving for college next week) how to make her curls look fabulous and my daughter is thrilled with the whole experience. We also ended up purchasing some great products! 19 Filtered Reviews for California Styles Salon & Boutique Note: The reviews below are not factored into the business’s overall star rating.

0friends 1review Solange V. Newbury Park, CA

8/10/2012 I am very happy with the service I got at this salon. Jessica cut my hair for the first time about six weeks ago. She took the time to teach me how to style my hair. Never in my life a stylist took the time to do that. I always complained that when I had a hair cut, I would get out of the salon with a great haircut; however, after I washed my hair, I could never get it to look the way the stylist had done. That has changed since Jessica showed me how to do it. I get complements from a lot of people on my haircut and the way I do my hair every morning. I have people say to me that I look like I have just gotten out of the salon. I recommend this place to my friends and to whoever gives me compliments on my haircut Comment from Jessica E. of California Styles Salon & Boutique 8/28/2012

Thank you Solange, I’m happy to have met you. You do wear your hair quite More »

0friends 1review Madeline A. Thousand Oaks, CA

8/9/2012 California Styles Salon & Boutique with Hair Stylist Jessica , is where to go if you want a great hair cut and colors with minimal health danger either with the chemicals or breathing in the air. It is nice to find an environment without toxic odors. I highly recommend Jessica from California Styles Salon for and personalized care, for both the curly hair and straight hair. Comment from Jessica E. of California Styles Salon & Boutique 8/28/2012

jim, several of my clients have experienced a similar issue. the clients cover a variety of industries, and the reviews are from legitimate consumers. i even cross matched the reviewer to the consumer in their database.

are you aware of anyone getting filtered reviews to show by either showing yelp they’re from actual customers? or by other means?

My business just recieved a slanderous and fraudulent review bordering on collusion in which the reviewer believe it or not states right in the review that he was not even going to write the review if not for being “constantly bugged by Yelp” for nearly a year to write the negative review. We have steller reviews in general but this has got to have some legal ramifications. Jim, if you have any updated info on this I would appreciate it.

We didnt advertise with them ($367/month!) and as a result every single good review has been filtered away while the two bad (and one untrue) review we received have stayed up. I hate looking my company up on google because that darn Yelp site pops up in the top five and I KNOW it drives away business. If you want to get the economy up and running support your local small business community. Yelp clearly doesnt care about who they hurt.

When someone with no other Yelp reviews goes on and posts one single review gushing over a place, it is filtered, because they are most likely a shill for that company. And vice-versa for blatant attacks. Want to see those shills and their reviews? Click to see the filtered reviews. Yelp isn’t removing them, just hiding them unless you want to see the ones likely to be spammy. It’s an automated process, so it’s not perfect, but a Yelper can see their filtered reviews and request a manual review. This Forbes writer isn’t right about any of the facts here, he’s just a novice at using the web. I don’t work for Yelp. I just know how to use their site.

True there is the filter but 1. people looking on a search engine arent going to be bothered with that, they see the first impression and move on and 2. even if someone is on yelp it takes some looking and a captcha to see the filtered reviews. The damage is already done at that point. So if a person who has never written a review before places a good review, that makes them a shill for the company, what about the person who wrote a bad review for our company? They have no other reviews, no friends and no picture of themselves for their profile. Doesnt that make them seem like a competitor playing dirty tricks? If the crieteria for filtering is no other reviews then shouldnt they filter out the one stars as well as the five? Fairs fair after all.

I experienced the same thing as Jim. I trusted Yelp so much before. But later I learned a lot of stories from my friends whose positive reviews were filtered and only negative reviews went through. And some of them got hint that the negative reviews can be removed if they run ad on Yelp or pay certain amount of money. I was shocked after learning that. I would encourage more users to speak out and government agencies should investigate the issue.

I wanted to take a minute to thank you on the article. Not only Yelp but a few other websites share a common thing with the same flaws. I recently started working on the solution to what you wrote about only to have people wanting to laugh at the idea and it recently got to me as if they are right. After reading your article it gave me the push to execute what I started.